Zendesk Suite
ZendeskExternal reviews
6,652 reviews
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Solid tool. The support/educational resources are top notch.
What do you like best about the product?
The help tools and information. Zendesk has gone over the top in creating robust and comprehensive self-support tools and educational materials for just about any question.
What do you dislike about the product?
Some elements of Zendesk feel slightly over-engineered and are less intuitive. While I love that Zendesk has so much in the way of support and self-help, I think there is opportunity to just simplify the tools a bit and make them easier to use. Most of these complaints come from administrative view points, not end user. For an end user, the system is straightforward and easy to adopt.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to cover customer tickets across multiple brands and comms channels. We also use it to support both our internal and external help centers. I love that everything is in-house. As a communications/education leader, I find the streamlined way of attaching help center content to customer communication extremely helpful, and the internal deflection tools are great. We've seen a positive adjustment in our deflection rates using Zendesk tools.
Recommendations to others considering the product:
Initial setup can be complex and may be worth investing in a dedicated resource/contractor for assistance. Maintenance post-setup is workable with experience. It's a very robust system with lots of ins and outs.
Helps us to support customers all over the world!
What do you like best about the product?
I think that Zendesk is really helpful to get an overview of your open requests and it's very easy to use for anyone on the team. It comes with many useful features and helps us to resolve requests as fast and efficiently as possible.
What do you dislike about the product?
Sometimes, bugs can come up and it can be quite annoying too, but the Zendesk support team is really trying their best to get any issues resolved as soon as possible!
What problems is the product solving and how is that benefiting you?
We're handling our daily customer requests through Zendesk and save a lot of time in doing so, it also increases productivity! We see many benefits and have many ways of customizing our customer service solution as well.
Zendesk is the best ticketing system
What do you like best about the product?
I love how customizable Zendesk is and the way that it links up so well with the help center and many other integrations.
What do you dislike about the product?
I do not like Zendesk talk - Talkdesk is still superior with live reporting and customizations for this channel.
What problems is the product solving and how is that benefiting you?
Having everything in one place and allowing agents to tier tickets and submit right to Jira.
Recommendations to others considering the product:
Zendesk is a wonderful ticketing system that does it all.
I think Zendesk Support Suite is very comprehensive, but it is difficult to get support for it.
What do you like best about the product?
I like that it's easy for non-developers to follow along. Everything is laid out in an intuitive way and it helps admins like myself navigate the platform easily.
What do you dislike about the product?
I dislike how difficult it is to get support sometimes. I had a question that, if I didn't get escalated, wouldn't have been answered on time and I would've been waiting a long time, stuck in limbo.
What problems is the product solving and how is that benefiting you?
We're using Zendesk Support Suite to help us with manage our help centre articles and chat support. We haven't launched yet so it's difficult to determine the financial or performance impact this has had.
Recommendations to others considering the product:
Hire some people who have experience with the setup so they suggest the best way to implement it.
A step in the right direction
What do you like best about the product?
The one screen for all. No longer are our agents using multiple tabs for all our support channels.
What do you dislike about the product?
Some of the automation options are limited. No live dashboards unless your on the enterprise plan
What problems is the product solving and how is that benefiting you?
Current support platform is lacking options and has left us in the dark multiple times.
At the end of the day, all issues are addressed and updated quickly.
What do you like best about the product?
No matter the time someone always answers the help desk, it sometimes takes a few minutes
What do you dislike about the product?
Sometimes when you get transferred from one agent to another the original issue gets somehow lost, and it takes a bit longer to solve you need to remind them of the issue
What problems is the product solving and how is that benefiting you?
Getting everything to work as we expect and setting up both sell and support for our work prosses so that information flows and we can assist our customers promptly.
Recommendations to others considering the product:
When you start to set up, first see all the videos on the support page, and have an idea of what you need and what you are expecting to solve with zendesk.
Feature-rich and functional support software
What do you like best about the product?
Zendesk provides a wide range of features for managing large quantities of inbound customer support enquiries and distributing the workload throughout a large team of support agents.
What do you dislike about the product?
Some of the features can be quite rigid and inflexible, meaning it's not always possible to create the kinds of views or automations that might be useful for specific/niche use cases.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to bring customer queries into a single platform from multiple channels, in our case this means phone calls and email support tickets. This means we don't have to worry about missing information about customer issues because it's not visible in the platform they contacted us from most recently.
Great response speed and communication
What do you like best about the product?
The real person was attentive to my question and able to get me the resolution I desired. Even after I didn't get the answer I needed right away, the follow-up was useful in getting me to what I needed.
What do you dislike about the product?
I would recommend some sort of "other" category when navigating through the chatbot commands. While I understand the point is to get as many people automated answers as possible, the questions I had fell outside of the options available to me.
What problems is the product solving and how is that benefiting you?
I've used the support suite as a customer for many applications and find it routes my questions to the best person while keeping it in a useful communication string.
Zendesk CRM Support
What do you like best about the product?
I like the intergration with other tools such as Maestro, Assembled. The ability to group customer interactions when an outage happens and to be able to send mass updates/resolutions
What do you dislike about the product?
The reporting tool takes a little time to learn and master. I would like to see a better live dashboard for live calls
What problems is the product solving and how is that benefiting you?
The benefit of having all of my channels in one application (voice, chat, email) is a huge benefit. It simplifies my reps day to day transactions.
Great help support,
What do you like best about the product?
Fast, they did everything in their ability to help solve our issues. On the occasions that they could fix it, the solution was quick and precise. Great team!
Honestly, we haven't had the need to shop around with other competitors.
Honestly, we haven't had the need to shop around with other competitors.
What do you dislike about the product?
Nothing, the fact that there was no resolution was not their problem. But they tried.
At this time, it is taking a while to receive an update on changing our spam filter, but we were assured that it's underway.
At this time, it is taking a while to receive an update on changing our spam filter, but we were assured that it's underway.
What problems is the product solving and how is that benefiting you?
Spam filtering, and trigger aid.
The team is really here to help us fix any problems we may have in troubleshooting our setup. Always strive to see if there is anything else we can improve.
The team is really here to help us fix any problems we may have in troubleshooting our setup. Always strive to see if there is anything else we can improve.
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